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What to Expect when Calling our ULC Alarm Monitoring Station (SRC)

Alarm Monitoring StationThe Signals Receiving Centre (SRC) at Fire Monitoring of Canada Inc. (FMC) is where our operators handle alarms from your fire alarm system or security alarm system, as well as calls to & from our clients.  This is more commonly known as the “dispatch” or “monitoring station”.  It can be a busy place at times. We appreciate that your call and time are important, too.

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As you already know, at FMC we do not have voicemail and we do not use an IVR. Your call will be answered by a live person 24 hours a day, 7 days a week, 365 days a year.

Here is what to expect and the things to have handy when you call into our SRC, regardless if you’re calling about your fire alarm monitoring system or your monitored security alarm system:

  • When calling into our SRC, you will speak with a real person right away. However, when we first answer the phone if we ask you are able to hold it is because we are dealing with a high priority alarm and there may be multiple calls that are coming in which we handle in order of receipt.  If the reason for your call is not an urgent issue please confirm the hold request. If it is an urgent issue or an emergency, let us know and we will help you immediately. If you’re placed on hold, we will return to you as soon as possible and assist you.  Most ‘hold’ scenarios are resolved within a minute.
  • When you speak to one of our operators, we will ask you which building you’re calling about. Please have the address or system number you are calling about ready; if you are responsible for multiple buildings let us know which one(s) this call is in regards to.
  • Let us know your name and any associated password/code on the account
  • Tell us what you would like to do on the call (check on signals, place the system in or out of service, etc). We may ask you a couple of questions regarding your request for clarification.
  • If you’re calling to place a system back in service, we will review all of the signals received while the system was out of service and check for any irregularities. If a signal remains outstanding (it has not reset) we’ll let you know and help you make a determination on the best course of action. (Remember what happens if you do not call us to place the system back online and signals remain outstanding).
  • At the end of the call we will confirm what has been done – let us know if something is incorrect.
  • If you have any questions, or need any clarification at any point during the call, feel free to ask. We are here to help you.

This should clarify the process when you call into our ULC SRC.  Some other things to remember when calling into our monitoring station:

  • We are not a 9-1-1 centre; if you need an immediate Police/Fire/Ambulance response call 9-1-1 prior to calling us.
  • We do not call the local Fire Department for you when you take your system out of service; We always recommend calling the local fire department dispatch (at their non-emergency number) to let them know your system is “off line” as well. While the system is offline in our SRC, if someone in the building is not aware that the system is being tested and calls 9-1-1 when they hear the fire alarm siren, the fire department WILL respond. You will also need to call them when you are done; they do not get notified by us/our software when the system is back online
  • If a fire alarm has activated and you are sure it is a false alarm, we do not cancel the dispatch with the Fire Department.  For an account with OPEN ACCESS™ technology enabled, the Fire Department is electronically notified of the alarm at the same time as the SRC and will already be dispatching the call on their side.  You may call them directly yourself and let them know the situation.  It is always better to call them to let them know so they can potentially downgrade the response.
  • If your intrusion alarm/security alarm system has activated and you know that it is a false alarm, please immediately state your name, the address where you are, your passcode and that the alarm is a false alarm – we will be able to halt any actions in process (not yet completed) and either assist you with disarming, wait for the disarm to communicate, and generally advise you of what steps we need to take from that point. If you need a service call, we will schedule one at this point.
  • We only take a system fully out of service for a maximum of twelve (12) hours at a time.  If you would like your system out for a longer length of time, please email us or fax us the request, as we require it in writing
  • If you would like to make changes to the account (call list, keyholders, passwords, etc.) whether permanent (staff changes) or temporary (vacation, etc.), we cannot do this over the phone; we require this notice in writing. Please email or fax us this information. Our contact information can be found here.

 

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Testimonial & Case Study

  • "Fire Monitoring of Canada impressed us with their efficient, professional manner – an approach that not only inspired confidence, but resolved existing service issues with another alarm service provider." - Administrative Coordinator
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  • "Their monitoring & service personnel are knowledgeable, helpful and responsible." - Facilities Manager
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  • "The FMC technician was exceptionally professional in the performance of his duties. He was very organized, focused, safety minded" - Asset Manager
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